Spoke with a GM but my ticket never closed...

Just posting a thread of concern. I made name complaint in my ticket with the ticket progress saying what it usually says "We are currently experiencing a high volume of petitions.". To my surprise I was answered fairly quickly.

The GM window popped up and I spoke with the GM about my concerns. While I was speaking to the GM I saw a another inappropriate name from the same guild and had addressed this name with the GM.

That's all fine (even though the 2nd name I asked the GM about was never changed. I was standing right beside the person.).

But my ticket never closed. It still says it's waiting to be answered. Is this normal?